Client Success Manager

Paramify; Lehi (UT); Hybrid; USD 75,000 - 95,000; Full time

Benefits offered by this job

100% Company-paid health, dental, and vision coverage

100% paid parental leave

Professional development opportunities

Minimum of 10 PTO days + 10 paid company holidays

Job summary

TwinThread is looking for a Client Success Manager in Lehi, UT. This role involves managing customer relationships, guiding clients through onboarding and support, and ensuring business outcomes are met. The ideal candidate has over 3 years of experience in Customer Success at a SaaS company, excellent communication skills, and a proven track record of driving account growth and renewals. Benefits include competitive salary, health coverage, flexible work schedule, and professional development opportunities.

Qualifications

• 3+ years in Customer Success or related field at a SaaS company.
• Experience with compliance-driven or technical solutions.
• Proven track record of managing renewals and driving account growth.
• Excellent communication and relationship-building skills.

Responsibilities

• Own the end-to-end customer journey for your portfolio.
• Build deep relationships with customers and develop tailored success plans.
• Proactively identify opportunities for account growth and renewal.
• Monitor customer health through usage analytics and feedback.

Skills

Client Success Management

Communication Skills

Project Management

Problem-solving

Technical Support

Tools

HubSpot

Zendesk

JIRA

Job description

About the job

We are seeking a driven Client Success Manager who thrives in dynamic, high-growth environments and is passionate about making risk management accessible to everyone and building lasting customer relationships. In this role, you will own a strategic book of business, guiding customers through every stage of their lifecycle—from onboarding and training to renewals and expansion. You will act as a trusted advisor, ensuring customers realize ongoing value from our platform and achieve their business outcomes.

This role offers a hybrid work model with regular in-office attendance required at our Lehi, UT location.

Key Responsibilities:

• Own the end-to-end customer journey for your portfolio, driving onboarding, training, success planning, and business reviews.
• Build deep relationships with customers, developing tailored success plans aligned to their goals and desired outcomes.
• Proactively identify opportunities for account growth and renewal, partnering with sales on expansion strategies and upsell motions.
• Deliver engaging, value-driven onboarding experiences that accelerate time-to-value and platform adoption.
• Act as the primary point of contact for day-to-day questions, technical issues, and support needs via email and ticketing systems.
• Monitor and respond to support requests promptly, escalating where needed and ensuring a smooth resolution process.
• Monitor customer health through product usage analytics, success metrics, and feedback loops; take action to address risks early.
• Conduct regular check-ins and executive business reviews to track progress and reinforce long-term value.
• Advocate internally for customer needs by collaborating with product, engineering, and support teams to improve the user experience.
• Contribute to the development of playbooks, resources, and scalable processes to enhance the client success function.
• Maintain accurate records of customer activity and pipeline in our CRM system (HubSpot experience a plus).

Qualifications:

• 3+ years of experience in Customer Success, Account Management, GRC, or a related client-facing role at a SaaS company—preferably with compliance-driven or technical solutions.
• Comfortable working with security and compliance teams and bridging the gap between technical and non-technical personas.
• Proven track record of managing renewals and driving account growth with high client satisfaction and retention.
• Excellent communication and relationship-building skills, with the ability to influence senior stakeholders and navigate complex organizations.
• Strong problem-solving and project management abilities; highly organized and responsive.
• Familiarity with success planning, onboarding frameworks, and customer lifecycle methodologies.
• Comfortable analyzing usage data and customer feedback to inform strategy and prioritize actions.
• Proven ability to troubleshoot and resolve technical issues and respond to inbound support requests in a timely, helpful manner.
• Self-starter who thrives in a fast-paced, evolving environment with a mindset of continuous improvement.
• Proficiency with support tools is a plus.
• Zendesk, Slack, JIRA, and CRM systems like HubSpot
• Experience with compliance, cybersecurity, or GRC software is a big plus.
• GRC frameworks (SOC 2, ISO 27001, FedRAMP, FISMA, NIST 800-171, etc.)
• Security tooling or risk programs

Benefits:

• Competitive salary and equity options.
• 100% Company-paid health, dental, and vision coverage.
• Flexible work schedule and hybrid work options.
• Minimum of 10 mandatory PTO days + 10 paid company holidays.
• 100% paid parental leave.
• Professional development opportunities and ongoing learning initiatives.
• Vibrant company culture with a focus on innovation, collaboration, and growth.
• Join us at Paramify and be part of a team that is redefining cybersecurity and compliance.